各行業隨著科技發展快速變化，企業客服由傳統的電話客服模式驅向於多管道的數位客服模式，由於客戶海量資訊的湧入，造成客服中心資訊超載，成為人工智慧客服AI的發展動力。隨著關鍵技術的圖突破(如語音辨識、大數據分析等)，使得服務業客服人員與客服ＡＩ協作的服務創新已然成為現今熱門討論議題。
本研究以問卷方式進行，以線上客服人員與主管為問卷對象，資訊超載和情緒耗竭為前置變數，藉由科技接受模式理論(TAM)分析，了解受訪者與客服ＡＩ協作的意向，以及研究這兩個前置變數對於知覺易用性以及知覺有用性的影響程度，並進一步探討那些變數會影響客服人員的行為意向以及使用態度等。
結果顯示客服行為意向受到知覺易用性與知覺有用性有著顯著的影響，受訪者與客服ＡＩ協作的使用態度與行為意向受到個人對客服ＡＩ的知覺易用性與知覺有用性的認知，以及受訪者工作上遇到的前置變數情緒耗竭及資訊超載助益程度有著顯著的正相關

With the rapid development of science and technology in various industries, the customer service of the company has driven from the traditional telephone customer service mode to the multi-channel digital customer service mode. Due to the influx of digital information, the customer service center has overloaded the information processing capability of the customer service center, prompting the customer service AI to become a key development project. With the breakthrough of key technologies (such as voice recognition, mechanical learning, big data analysis, and cloud service, etc.), the service innovation of service industry customer service staff and customer service AI has become a hot topic of discussion.
This study was conducted by questionnaire. The current customer service staff and supervisors were the target of the questionnaire. The information overload and emotional exhaustion were pre-variables. Through the TAM analysis, the intention of the respondents to cooperate with the customer service AI was discussed. Study the influence of these two pre-variables on perceived ease of use and perceived usefulness, and further explore those variables that affect the behavioral intentions and attitudes of customer service personnel.
The results show that the perceived ease of use and perceived usefulness has a significant impact on the customer service behavior intention. The attitudes and behavioral intentions of respondents toward customer service AI collaboration are effected by the individual's perceived ease of use and perceptual usefulness of customer service AI. There were also significant and positive correlations between the degree of information overload as well as emotional exhaustion the respondents encountered at work and the behavior intention of customer service representatives.

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